JIRA Service Management and Cherwell Service Management compete in IT service management. JIRA Service Management excels in pricing and support, while Cherwell offers robust features, making it noteworthy for adaptability.
Features: JIRA Service Management offers seamless integration with Atlassian products, robust collaboration features, and automates service management tasks efficiently. Cherwell Service Management provides extensive configurability, advanced self-service options, and flexibility in workflow automation.
Room for Improvement: JIRA Service Management could enhance its configurability and customization aspects, improve its self-service portal, and expand its flexibility in workflow automation. Cherwell Service Management could simplify deployment procedures, enhance integration capabilities with third-party tools, and offer more intuitive user interfaces.
Ease of Deployment and Customer Service: JIRA Service Management facilitates a streamlined cloud-based deployment with extensive support and documentation. Cherwell Service Management provides both cloud and on-premise deployment options, though customization might increase complexity, offset by comprehensive customer support.
Pricing and ROI: JIRA Service Management offers a lower initial cost providing quick ROI, suitable for cost-conscious organizations. Cherwell Service Management, with a potentially higher startup cost, justifies this through its feature depth and configurability, suggesting a higher long-term value.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 8.3% |
| Cherwell Service Management | 1.4% |
| Other | 90.3% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
